Intake Coordinator (WHWC)

Position Summary

Serves as the MHM Intake and Registration representative responsible for delivering excellent patient experience while interviewing and screening clients for program eligibility.

Collects and verifies financial, insurance, and personal information, enters data into the Electronic Health Record (EHR), and connects qualified and unqualified clients to appropriate internal services and external community resources.

Scope and Impact


* Direct, daily impact on patient access to MHM Medical, Dental, and Behavioral Health services through accurate intake, eligibility screening, documentation, and scheduling.


* Supports underserved populations by coordinating referrals and connecting clients to community resources and financial assistance programs.


* Helps maintain patient satisfaction by monitoring wait times and supporting patient flow in a clinical intake environment.

Decision Making Authority


* Works independently within established MHM program guidelines and regulatory requirements to gather information, screen for eligibility, and document results.


* Uses critical thinking to evaluate complex administrative and patient care situations and escalates complaints, issues, or exceptions to leadership/support teams as needed.

Interactions / Working Relationships


* Internal: Intake team members, clinical teams (medical, dental, behavioral health), leadership, support center, and colleagues for issue resolution and workflow coordination (daily).


* External: Patients/clients and family members, community partners and resource agencies (as needed), and insurance representatives for verification (frequent).

Essential Duties and Responsibilities

Conduct client intake interviews in person and via inbound/outbound calls to gather financial and personal information and complete required electronic and/or paper forms.

(25%)

Determine and document program eligibility for Medical, Dental, and Behavioral Health services in alignment with MHM guidelines, including identifying potential exclusions based on medical, psychological, and social factors.

(20%)

Verify insurance and financial information by securing, obtaining, and updating supporting documentation to ensure accurate eligibility decisions.

(15%)

Enter and maintain accurate EHR documentation, including sliding fee schedules and updates during New Patient and Annual Update appointments.

(15%)

Provide outstanding patient communication and service by modeling AIDET in all interactions and creating a welcoming, professional environment that supports patient comfort and trust.

(10%)

Coordinate financial assistance application support by assisting with the MHS Financial Assistance Program application process for MHM patients and non-MHM referrals.

(5%)

Connect clients to resources by maintaining knowledge of community programs and sharing appropriate services with clients, including providing alternatives for unqualified clients.

(5%)

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